WO1997010667A3 - Computer telephony integration system and method - Google Patents

Computer telephony integration system and method Download PDF

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Publication number
WO1997010667A3
WO1997010667A3 PCT/US1996/014715 US9614715W WO9710667A3 WO 1997010667 A3 WO1997010667 A3 WO 1997010667A3 US 9614715 W US9614715 W US 9614715W WO 9710667 A3 WO9710667 A3 WO 9710667A3
Authority
WO
WIPO (PCT)
Prior art keywords
caller
live agent
pulls
integration system
data base
Prior art date
Application number
PCT/US1996/014715
Other languages
French (fr)
Other versions
WO1997010667A2 (en
Inventor
Charles H Jolissaint
Original Assignee
Edify Corp
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Edify Corp filed Critical Edify Corp
Priority to AU69769/96A priority Critical patent/AU6976996A/en
Publication of WO1997010667A2 publication Critical patent/WO1997010667A2/en
Publication of WO1997010667A3 publication Critical patent/WO1997010667A3/en

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M7/00—Arrangements for interconnection between switching centres
    • H04M7/0024—Services and arrangements where telephone services are combined with data services
    • H04M7/0027—Collaboration services where a computer is used for data transfer and the telephone is used for telephonic communication
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5166—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/527—Centralised call answering arrangements not requiring operator intervention
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2242/00—Special services or facilities
    • H04M2242/22—Automatic class or number identification arrangements
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/42025—Calling or Called party identification service
    • H04M3/42034—Calling party identification service
    • H04M3/42042—Notifying the called party of information on the calling party
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/42025—Calling or Called party identification service
    • H04M3/42034—Calling party identification service
    • H04M3/42059—Making use of the calling party identifier
    • H04M3/42068—Making use of the calling party identifier where the identifier is used to access a profile
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/42314—Systems providing special services or facilities to subscribers in private branch exchanges
    • H04M3/42323—PBX's with CTI arrangements
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/428—Arrangements for placing incoming calls on hold
    • H04M3/4285—Notifying, informing or entertaining a held party while on hold, e.g. Music On Hold
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13093—Personal computer, PC
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13095—PIN / Access code, authentication
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13103—Memory
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13377—Recorded announcement
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13405—Dual frequency signaling, DTMF
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q3/00—Selecting arrangements
    • H04Q3/72—Finding out and indicating number of calling subscriber

Abstract

A system and method are provided for routing data base information obtained in an automated telephone call response to a subsequently selected live agent (8a). A voice response unit (5) identifies the caller, pulls caller identification, pulls a record on the caller, provides information requested by caller, and permits the caller to select a live agent (8a), provides the live agent number to determine the network identification number. Accordingly, the live agent receives data base information on a caller at the time the live agent begins conversation with the caller.
PCT/US1996/014715 1995-09-15 1996-09-11 Computer telephony integration system and method WO1997010667A2 (en)

Priority Applications (1)

Application Number Priority Date Filing Date Title
AU69769/96A AU6976996A (en) 1995-09-15 1996-09-11 Computer telephony integration system and method

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US08/528,893 1995-09-15
US08/528,893 US5740240A (en) 1995-04-10 1995-09-15 Computer telephony integration system and method

Publications (2)

Publication Number Publication Date
WO1997010667A2 WO1997010667A2 (en) 1997-03-20
WO1997010667A3 true WO1997010667A3 (en) 1997-05-09

Family

ID=24107641

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/US1996/014715 WO1997010667A2 (en) 1995-09-15 1996-09-11 Computer telephony integration system and method

Country Status (3)

Country Link
US (2) US5740240A (en)
AU (1) AU6976996A (en)
WO (1) WO1997010667A2 (en)

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Publication number Publication date
US5917903A (en) 1999-06-29
AU6976996A (en) 1997-04-01
US5740240A (en) 1998-04-14
WO1997010667A2 (en) 1997-03-20

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